"No accountability with the Vendors/no…"

No accountability with the Vendors/no protection for their customers.


As many know NinjaTrader hosts their Eco System webinars where they feature Vendors who create indicators for their platform.


I have been burned by some of these Vendors, and so I sent my most recent experience to NinjaTrader where Vendor Relations replied.


((For example, the Vendor I complained about has retaliated against me because I did a review about the strategy they sold me. He has prohibited me from any access to the strategy with the indicators that are provided in the cost. When I tried to complain to the BBB they require a Vendor address. There is no address available for this Vendor. He works out of his Apt. I wanted to warn others about the $400 strategy I was sold. For whatever reason the same Vendor has also changed his company name since the webinar. But I don't want to make this about the Vendor.))


I sent NinjaTrader an email about my experience in the hopes they would be more careful about who they introduce their customers to. I wasn't asking for my money back and I wasn't asking for them to 'go after' the Vendor. I just wanted to know they cared about their immediate customers into the future.

After all, I have purchased a lifetime license as well as a Multi Broker license. I currently pay for their data feed and commissions. I thought surely they would have some care/concern for their customers. I thought surely they would protect their immediate customers?

The response?
"We appreciate you taking time out of your day to provide detailed information about a vendor within the NinjaTrader Ecosystem.

Please note that neither NinjaTrader, LLC, or any of its affiliates has endorsed or recommended for use any product, service or statement offered or presented by any NinjaTrader Ecosystem vendor.
NinjaTrader, LLC is not responsible for the accuracy and content of vendor websites or services. Vendors along with their websites, products and services, collectively referred to as (“Vendor Content”), are independent persons or companies that are in no manner affiliated with NinjaTrader or any if its affiliates. NinjaTrader or any of its affiliates are not responsible for, do not approve, recommend or endorse any Vendor Content and it’s your sole responsibility to evaluate Vendor Content.
Patrick Hodges | Manager - Vendor Relations | NinjaTrader Group, LLC"


So I hope you customers hear that. "....not responsible for the accuracy and content of vendor websites or services."
"....not responsible for, do not approve, recommend or endorse any Vendor Content and it’s your sole responsibility to evaluate Vendor Content."
"....your sole responsibility to evaluate Vendor Content."

They just organize the webinars and offer them to their customers.


They don't care if you lose money on a company THEY introduced you to and they recommended to you. Because they really didn't introduce you or recommend them.


Sort of like going into a grocery store and buying fish. When you get home you find the fish has no meat inside, but it has been removed. So all you are buying is the shell of the fish. You complain to the fish Vendor, but he will no longer deal with you since you wrote a review about their fish.

So you go to the store that sells the fish and want to ask them to look into the matter so it wont happen again. They say to you " not responsible for the accuracy and content of vendor websites or services."

After all, the fish company promised you a fish, but didn't guarantee it would have meat inside. You still got a fish, right? And yet, the store has no responsibility to have the interest of the customer who comes back week after week to shop? It used to be called Customer Service.

Since NinjaTrader will not protect its customers, we have to look out for ourselves. To say every Vendor has integrity is asinine. Anyone who buys indicators knows there is some real crap out there.


One final complaint I encountered today with Vendors. Each and every time an update occurs on the computer it effects the NinjaTrader machine ID. It changes the machine ID so many of my paid indicators will no longer work unless the Vendor changes the ID on their end. I contacted one of the Vendors and I was told I needed to pay 30 bucks to have them take out the old number and put in the new. Imagine owning 10 indicators from ten different Vendors who wanted 30 bucks a pop? And your updates happen several times a year?

This was not my fault and updates are inevitable. Yet the Vendor can charge you whatever they want in order for you to keep using an indicator you have already paid for.

Again, in the light of the NinjaTrader email, why even go to them asking for help? As if it is not a headache enough to contact each Vendor advising that your machine ID has been changed OUTSIDE OF OUR CONTROL.

"Great customer service and platform"

Great customer service and platform.

I had some questions regarding the fees and about some technical issued with the login on different devices.
Matthew S. from the NinjaTrader Client Services replied 30 minutes after I opened a ticket. The issue was resolved the next day. Great customer service.

As far as platform, there is a learning curve but nothing impossible. The fees are too high in my opinion but the option to lower the fees with an monthly membership or lifetime license is a possible way to lower them.

Till now a pleasent experience.

"Ninjatrader customer service sucks"

Ninjatrader customer service sucks. The worst customer service I ever dealt with. If you are not using their Brokerage firm they don't want to provide service. Ridiculous.

First question Customer Service asked me after I filled out a ticket for Platform support was... Do I have an account with their Brokerage account or If I trade with a Prop firm. Doesn't matter I paid for your lifetime license on your platform so provide me service without questioning.
After emailing them for over 24 hours. Thank goodness, ADRIAN B. came to my rescue. This guy is a professional, email me trying to solve the problem, when he felt that I cannot fix the problem, he right away email me the TeamViewer link, work on my PC twice because somebody in their Dept. desire to change something after he already made some changes. Thanks again Adrian B. The rest of their CS should not be working there.

"Christian was able to assist Me with a…"

Christian was able to accommodate Me with a particular matter that He was able to determine and assist Me with.
His assistance was very much appreciated.

"I used this platform a few years ago…"

I used this platform a few years ago and left because the poor customer service if you had a problem and emailed them the response time was dreadful. Nothing has changed I am afraid I have tried it out yesterday and had issues with logging in still no reply. You need to get your house in order Ninjatrader .

"The platform showed some smal errors…"

The platform showed some smal errors that i was cool with that. What i was not cool is my aplication being refused and on the email no explanation why. I was realy thinking on buying the life time, specialy because of the order flow. I traded on multiple platforms for years and this never hapen to me. I guess they knkow what they doing. lol.
realy realy unprofessional.

"Great customer service"

Great customer service. Adrian was able to resolve my issues within no time. He was courteous and he surely knows his stuff.
Thanks Adrian , and Thanks Ninja Trader

"Great customer service"

Great customer service! Zachary sorted numerous problems I was having with my antivirus software getting in the way of Ninja trader working correctly, He was very patient and polite!

"Major issues with upgrade."

Major issues with upgrade.
Major issues with poor implementation of 2FA.
Locked out of account for going on for 3 weeks on and off.

Not sure disappointing / poor service / poor product / poor support even comes close to describing the level of frustration.

***updated: thanks for your response, fingers crossed this sees some improvements. The forced upgrade and subsequent data issues ( data feeds not been available for a considerable amount of time) and 2fa issues / lack of timely support have shaken my confidence in your product and services greatly unfortunately.

Issues happen, how they get dealt with ultimately impacts service perception.

Requesting assistance for going on 12 hours (appreciate call was logged out of hours) and getting the response of I was busy on another call isn’t really great right ? You are providing technical support / faq’s for markets that are traded 24 hours a day, Ultimately the issue was solved by Googling other people who had 2fa issues, not in your FAQ and not by your support team, that was another disappointing aspect of this.

The functionality to authenticate via another instance on another trusted device just doesn’t work. Which layered extra frustration onto an already difficult few weeks.

"Bottom barrel broker"

Bottom barrel broker. Avoid these fools
Liquidated my position without any sort of prompt.
They need to implement a notification system regarding margin. The system regularly freezes, customer service is industry worst. The list goes on.